Overview
We are seeking an IT Service Management Consultant to enhance and standardize IT processes aligned with ITIL principles in a UK-based hybrid working environment. The consultant will work closely with a structured IT function to promote end-to-end process integration, executing improvements in areas such as release management and demand management. The primary focus will be on establishing a scalable and measurable operating model while improving governance and reducing operational overhead.
Responsibilities
- Review and improve current release management processes including approvals and communications.
- Define and implement a standardized end-to-end release lifecycle model.
- Establish and communicate clear release readiness criteria and governance controls.
- Design and implement a unified intake management process for IT work.
- Align IT processes with relevant tools to eliminate manual and off-process activities.
- Define and track key performance measures to assess effectiveness and compliance.
- Facilitate the integration of IT processes and remove silos between departments.
Requirements
- Proven experience in IT Service Management and process improvement initiatives.
- Strong knowledge of ITIL principles and practices, particularly in release management.
- Experience in defining and implementing governance and performance frameworks.
- Proficiency in aligning IT processes with various management tools (e.g., Service Desk, CI/CD).
- Ability to work in a hybrid environment and manage multiple stakeholders effectively.
- Strong analytical and problem-solving skills, particularly in demand and intake management.